Without a CCaaS platform like NGNCloudComm—which automatically updates its compliance rules to align with current U.S. legislation—Contact Centers face significant and very real legal risks. First, the inability to immediately adapt to changes in regulations such as the TCPA—which limits calls between 8 a.m. and 9 p.m., requires proper identification, and mandates respect for Do Not Call lists—can lead to multimillion-dollar fines.

Additionally, without intelligent triggers that automatically stop recordings when detecting sensitive credit card data or personally identifiable information (PCI/PII), operations become vulnerable to violating PCI-DSS standards, which can result in heavy penalties.

Finally, lacking an automated business rules engine that enforces limits by time zone, number of contacts per 24 hours, state licensing requirements, and state-specific clauses (such as rebuttal bans in certain jurisdictions), companies adjust their campaigns slowly or erratically—raising the risk of human error, penalties for insufficient interaction logging (including call ID, carrier, transfers, and timestamps), and potential lawsuits under the FDCPA for collections. In short, foregoing the automation provided by NGNCloudComm not only drives up operational costs and slows down the contact center’s evolution, but also exposes it to serious legal consequences in an increasingly strict regulatory environment.